The Lookout - Park Home, Farm Park Stay

The young male receptionist was calm, friendly, and had great customer service. The female receptionist, though, was extremely rude. The hotel had made a booking error, and she got defensive and didn't apologize. We were left waiting uncomfortably while they tried to sort it out. They eventually gave us a room, but it was mouldy, grubby, and falling apart. I wouldn't book here again. It wasn't worth it.

Breakfast was good, and the man and woman working in the breakfast room were very nice. The receptionist in the morning was also lovely, a huge improvement on the young woman from the night before. She told us breakfast was on the 1st floor and said we should have been told at check-in. When we explained the poor welcome and lack of information, she apologized and said she'd mention it. We arrived at 7pm on a Saturday after a long journey, having booked online based on the misleading photo gallery. When we asked whether to book dinner or just go in, the receptionist repeated that she didn't know if they had anything in. Asked about advertised room service, she just gestured and said to ask "in there." We couldn't tell where she meant. My husband found the restaurant area, where a man told him he was alone and wasn't making any more food. So at 7pm there was no food, despite the hotel advertising evening meals and room service. The service and attitude were terrible. Our room was disappointing too. The window handles were rusty and the windows wouldn't shut properly, the furniture was worn and coming apart, and the extractor fan kept whining loudly even after being switched off at the wall. The carpet was stained and bunched up. The place looked as if it was about to close. We wouldn't stay here again or recommend it. I checked again afterwards and the hotel is still advertising a brasserie restaurant and room service, neither of which is true.

Reception staff were polite and offered me another room, but that one had the same heating problem and no heater until I asked. Breakfast was very basic, with only a few things available. For over £120 a night at a 4* hotel, the facilities were far below what I expected and made me question the rating. The windows didn't close tightly, so cold air and noise came in. Someone seemed to have tried to seal them with silicone, but it looked unprofessional and didn't fix anything. Central heating wasn't working anywhere in the hotel. My room was around 16°C, and the central heating showed 36°C in the first room and 19°C in the other room, yet it was constantly on cool mode. I had to use a small portable heater. There was no bathroom ventilation, and the bath's cold water tap didn't work, so I couldn't take a normal shower. A disappointing stay, and I wouldn't recommend it to anyone looking for comfort, value, or peace of mind.

The location is perfect, and the staff are amazing with spectacular service. The hotel itself lets them down: it's really dated. The carpets were clean but old and literally coming up; the bathrooms were clean too, but dated. The beds were uncomfortable, and I'm sure the TV is from 2010. Owners, update the place and help your staff out.